Start with the narrowest issue
Before contacting support, identify the object and action involved. “Payment for ticket order 14 succeeded but the ticket still shows pending” is more useful than “payments are broken.”
Email support@hooj.app for account access, app behavior, content, marketplace, events, organizations, and transaction workflows.
Contact local emergency services or campus public safety. Hooj support is not an emergency response channel.
Email legal@hooj.app. Copyright claims must use the DMCA process.
Use the Ambassadors page for applications, expectations, referrals, and current rewards.
When the app is not behaving correctly
Try the least destructive checks first:
- Confirm that the device has a stable connection and Hooj is not already completing the action.
- Leave and reopen the affected screen, then refresh where the screen provides that control.
- Fully close and reopen Hooj.
- Confirm that you are using the current supported app or development build for the native feature being tested.
- Capture the visible error and exact sequence before reinstalling or clearing anything.
Do not repeat a payment, publish, delete, or transaction action rapidly. Retrying can create rate limits or make it harder to distinguish a delayed result from a duplicate request.
For a reproducible bug, send the device model, operating system, app version or build, screen name, steps, expected behavior, actual behavior, approximate time, and a screenshot or short recording when safe.
Accounts, login, and school access
Hooj signup for a live campus requires an approved school email domain and a six-digit verification code. If the message does not arrive, confirm the email spelling, check spam or filtered folders, wait briefly, and restart signup only after the current code has had time to arrive.
For password problems, use the password-reset flow. For an unavailable campus, search through Get the app and join the waitlist rather than choosing a school you do not attend.
When contacting support, send from the email connected to the account and include the school. Never email your password, verification code, refresh token, or one-time login information.
Listings, offers, and meetups
Include the listing title or ID, whether you are the buyer or seller, the latest offer state, selected payment method, meetup state, and the action that is unavailable or incorrect.
Do not mark a transaction complete, share a Hooj Pay handoff code, or retry payment merely to test whether the screen changes. Preserve the agreed price, meetup location, messages, and transaction detail.
For suspected prohibited goods, scams, harassment, or unsafe meetups, use the in-app report action and review Safety and Reporting. For listing rules, see Prohibited Items and Services.
Hooj Pay, charges, and payouts
For a buyer payment issue, include the transaction or ticket-order ID, amount, approximate time, current status, and the last four digits of the payment method only if needed to distinguish methods. Never send a complete card number, CVC, password, or bank credential.
For a seller or organizer payout issue, include whether Stripe onboarding is complete, the related order, whether handoff or event completion occurred, and the exact payout or transfer status shown in Hooj.
A successful card authorization, captured payment, transfer, and bank payout are different states. Support may need to reconcile Hooj records with Stripe before confirming the result. Review Payments, Refunds, and Disputes.
Events, RSVPs, tickets, and check-in
Include the event name or ID, organizer, event type, attendee or manager role, ticket tier or RSVP state, order ID when paid, and whether the issue involves approval, purchase, ticket display, check-in, cancellation, or refund.
Event organizers should verify that event time, location, ticket settings, approval requirements, capacity, and manager permissions are accurate before treating a report as an app failure.
For immediate venue danger, contact event staff and emergency services. For transaction and organizer responsibilities, see the Event and Ticket Terms.
Organizations, members, and permissions
Include the organization name or slug, your membership role, the management action, and whether the issue involves invites, join codes, members, ownership, permissions, posts, events, chat, verification, or organization Hooj Pay.
Only the owner or an authorized role can perform certain actions. A missing control may reflect permissions rather than a loading problem. Do not share owner credentials to work around access.
For verification status or evidence requirements, use the Verification Guide. Ownership disputes or access that cannot be resolved by current leaders should be sent to support with objective evidence.
Safety, blocking, hiding, and reports
Use the report action on the relevant user, post, story, listing, event, or organization. Blocking limits interaction with a person; hiding removes supported content from your own experience. Neither replaces emergency help.
For message concerns, preserve the relevant context, block the sender when appropriate, report the user or associated content, and email support. Do not forward illegal exploitative material.
The Safety and Reporting page explains urgent help, report review, possible enforcement, evidence, privacy, and enforcement-review requests.
Privacy, deletion, and legal requests
For access, correction, privacy, or data questions, review the Privacy Policy. Account deletion instructions are available on Account and Data Deletion.
Formal legal process and legal notices should be sent to legal@hooj.app. Copyright notices and counter-notices must follow the Copyright and DMCA Policy.
Do not use a support request to obtain another user's private account, message, location, report, or transaction information.
What makes a support request useful
- Email from the address connected to your Hooj account when possible.
- Use a specific subject such as “Ticket order charged but still pending” or “Organization invite says expired.”
- Include the relevant content, account, listing, event, organization, thread, order, or transaction identifier.
- Describe the exact steps, expected result, actual result, and approximate date and time.
- Attach a screenshot or short recording when it does not expose unnecessary private information.
- State whether the problem is still happening and what you already tried.
Do not email passwords, verification codes, authentication tokens, complete card or bank details, private keys, or illegal media.
Contact and response expectations
Email support@hooj.app for general support. Hooj prioritizes credible safety, account-security, payment-integrity, and widespread product failures, but does not promise a particular response time or outcome.
Sending repeated messages about the same issue can fragment the context. Reply to the existing email thread with new information unless the concern becomes materially different or urgent.
Support cannot guarantee restoration of deleted or expired content, reverse every provider decision, reveal another person's private information, or override laws, payment-network rules, app-store rules, venue policies, or school requirements.
Posts, stories, media, and messages
Identify whether the issue involves creation, upload, processing, playback, visibility, destination, deletion, comments, reactions, bookmarks, sharing, a direct thread, or a group chat.
For media, include whether it was a photo or video, where it came from, approximate duration or file size if known, and whether compression or upload completed. Do not send private media to support unless it is necessary and safe to review.
For missing or incorrectly visible content, include the post, story, thread, event, organization, or destination. Temporary and one-time media may expire, so report persistent visibility concerns promptly.